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Many organisations with complex communication needs are discovering they can’t rely just on their laptop as a collaboration platform to fully support their business operations.
The wrong platform can result in fragmented communication channels and leave employees without the tools they need to serve customers or carry out their role effectively.
“Unified Communications as a Service, also known as ‘UCaaS’, addresses the most complex organisation needs with the convenience of a common touchpoint that people are familiar with. This collaboration platform enables frictionless and robust communication that caters for employees and customers as well as visitors who need instant access to communication channels. UCaaS does this seamlessly in the most diverse types of organisations, where resilience and easy access is key to end user satisfaction,” says Datacom Lead Architect – Solutions, Jarek Modra.
Modra describes UCaaS as the ‘Swiss army knife of communication’.
“If you want to reach out to someone or a group of people, whether it is via a traditional phone call, messaging or a video conference, you only need UCaaS – it's the Swiss army knife of communication.”
Integrated communication is especially critical in industries and sectors where ease of use, shared access and time sensitive availability is vital. High demand environments such as emergency services, hospitals and healthcare, local, state and federal governments, law, justice and police as well as multiple commercial sectors depend on secure and robust communication and collaboration.
“If communication channels are fragmented there is much greater scope for miscommunication, whether that is critical information being lost or responses being delayed or misinterpreted. When you consider the impact of those delays or fragmented communications in the context of emergency or healthcare management, or the justice system, the benefits of removing them become clear.”
Other risks include reduced coordination across different teams, inefficiency from a lack of integration and duplication of efforts, poorer outcomes and decreased satisfaction for clients – or patients, and greater susceptibility to data leaks and breaches.
For organisations that need 100% ‘always on’ reliability for their communications, a solution like UCaaS offering provides critical stability. While the solution is cloud-enabled it has in-built resilience due to the system’s core design which has an onsite survivability node at the customers’ premises.
“So, if the network is disconnected for a period, your telephones and core communication channels continue to function because it switches over to the onsite survivability node.”
“Integration is another important feature of UCaaS. Alongside bringing together your phone system, conferencing solutions, messaging and chat, UCaaS can be integrated with an organisation’s wider business applications and other communication platforms.”
Unified Communication as a Service enabled by Datacom is based on Cisco WebEx and provides a genuine omnichannel experience, allowing for integration with third party apps such as Microsoft Teams, Contact Centre and numerous others.
Modra says UCaaS also offers the ability to support the communications needs of people with disabilities, for example vision impaired users, and provides greater scope to support people with different levels of tech skills and literacy.
Alongside adopting the right technology, Datacom GM – Solutions Justin Lee says the key to achieving a successful integrated, unified communications solution is having the right delivery partner.
“Datacom has extensive UCaaS architecture and IT expertise, so our team can support customers in successfully implementing intelligent, unified communications.”
Datacom and Cisco have partnered on numerous successful UCaaS implementations and Lee says these successful projects are underpinned by the longstanding relationship between the two companies and their experienced teams.
Datacom began delivering Cisco solutions more than 20 years ago and has held Gold Integrator Partner status for over a decade and more recently achieved Customer Experience (CX) Specialisation Certification, reflecting a commitment to the ongoing training and certification of Datacom’s technical experts.
A Cisco survey of more than 1000 enterprise IT decision-makers from seven countries, highlighted some of the issues organisations are facing in trying to deliver and manage effective communication and collaboration tools, including:
Datacom and Cisco’s UCaaS (Unified Communications as a Service) offering can help you address these challenges.